Open to opportunities

Keiana Adams

@keianaadams

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Customer-focused hospitality leader with 10+ years in guest services.

United States

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What I'm looking for

I seek a guest-focused role where I can lead teams, improve service processes, and deliver exceptional guest experiences in a collaborative hospitality environment.

I am a customer-focused hospitality professional with over 10 years of experience in front desk operations, guest services, and team leadership. I excel at handling high-volume customer interactions with professionalism and efficiency.

Throughout my career I have led service teams, supervised and trained staff, and managed escalated customer concerns to resolution. I have implemented process improvements that increased service efficiency and tracked satisfaction metrics to inform retention strategies.

My background includes concierge-level VIP services, administrative support in mortgage operations, and hands-on experience with property management systems and Encompass loan software. I am detail-oriented, dependable, and skilled at liaising between departments to fulfill special guest requests.

I bring strong conflict-resolution skills, staff training experience, and a proven ability to streamline procedures to enhance the guest experience. I am motivated to contribute reliable, guest-centric leadership in hospitality or customer service environments.

Experience

Work history, roles, and key accomplishments

Lead Customer Service Rep

Give Right

May 2016 - Dec 2022 (6 years 7 months)

Supervised and trained a team of customer service representatives, implemented process optimizations that improved service efficiency, and resolved escalated customer issues to maintain satisfaction.

Team Leadership Customer Service Process Improvement Escalation Management Training Performance Metrics

Front Desk Contact Coordinator

Diamond Resorts

Oct 2013 - Dec 2015 (2 years 2 months)

Provided concierge-level VIP services including check-in/out, reservations, and service recovery, acting as liaison across departments to ensure guest satisfaction.

Concierge Services VIP Reserving Service Recovery Hospitality

Administrative Assistant

Sun West Mortgage Company

May 2009 - Sep 2013 (4 years 4 months)

Managed incoming client communications, processed loan documents for up to 100 monthly leads, and maintained CRM and Encompass loan origination data to support loan officers.

Administrative Support Data Entry Encompass CRM Management Scheduling Client Communication

Front Desk Clerk

Balboa Bay Club & Resort Hotel

Oct 2006 - Apr 2009 (2 years 6 months)

Managed guest check-in/check-out, resolved guest inquiries, handled billing and cashiering functions, and coordinated with departments to fulfill guest needs.

Front Desk Operations Billing Cashiering Property Management Systems